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Lawrence ChuJB CianciaruloRicky Estrada
Sami HillBrittany JacksonWendee Meyers
Eric Quach
MEET USAbout The Team.
Eric Quach
Brittany
Jackson
Lawrence Chu
Sami HillWendee
Meyers
JB Cianciarul
o
Ricky Estrada
We aim to create conversation through organized & cohesive social media platforms. MISSION
STATEMENT
SUCCESSFUL TACTICS
OPPORTUNITIES FOR IMPROVEMENT
10.7 million likesEmbraced the timeline layout of FacebookFrequent postings on Twitter & Facebook
77 thousand followers, following 531RSS feed should be moved to a more accessible location Lack of hub and spoke model
GOALSWhat We Strive To Do.We aim to increase awareness & discussion
about H&M by 20% in the next six months.
We will show an 10% increase in sales through social media over the next six months.
We will improve customer service through social media platforms.
1 2 3
1.INCREASE
AWARENESS AND DISCUSSION
ABOUT H&M BY 20% IN THE
NEXT SIX MONTHS.
SOCIAL MEDIA ACTIVITY2.7 million total mentions. 692,32
7 Blogs
1,537,789 Twitter
403,946
Forums69,054
News
29%
3%15%
57%
Query: "H&M" between 26-Apr-2011 and 25-Apr-2012
Sweden 18.0%other 17.0%USA 16.2%
Germany 7.6%UK 5.8%
Spain 5.4%Norway 4.6%Finland 4.6%
Blogs84%
USA 32.6%other 23.0%
UK 12.9%Netherlands 6.3%
France 5.0%Canada 4.1%
Singapore 4.1%Spain 4.0%
4,202 tweets / day175 tweets / hour
Generate increased discussion & content from Fashion blogs.
Target College Campuses.Brand ambassador programCollege design programInstagram contests#WDYWT#OOTD
#WAYWT
Create customer advocates.
1.
PR
EPA
REOrganizatio
nal Change
Increased support in IT, Marketing, PR, Legal, etc. 2
. S
EA
RC
H
3.
SP
EC
IFYAnalyze demographicsDetermine how to attract brand advocatesUse incentives
4.
MA
INTA
IN
Think long termEmpower customersInteract & engage
Utilize available software-export.ly
Monitor & scan social media sites
2.SHOW A 10% INCREASE IN
SALES THROUGH SOCIAL MEDIA
WITHIN THE NEXT SIX MONTHS.
Feature coupons & sales for social
media friends and followers.
Use the power of Customer Advocates.
Assess & apply consumer feedback.
Poll customers on what
designers they like to see H&M
collaborate with.
Engage the consumer basis and generates awareness at
the same time.
3.IMPROVE CUSTOMER
SERVICE THROUGH
SOCIAL MEDIA.
SIX: Listen & engage, avoid generalizing the crisis.
FIVE: Learn how to filter “trolling.”
FOUR: Update the ‘influencers’ in your industry.
THREE: Direct engagement & apologizing must occur.
TWO: Conversation monitoring switches to 24/7 mode.
ONE. Response must be immediate.C
RIS
IS
MA
NA
GEM
EN
T
Re-organize how the social media team interacts with customer service.
EMPLOYEE INVOLVEMENTWhat Can Employees Do To
Engage In The Conversation?
SOCIAL MEDIA POLICY
Community Manager Responsibilities
Employee Responsibilities
Monitor conversation, listen to social customer, & engage
CONTENT CALENDARAPRIL
23rd11AM PST Did
you rock @hmusa fashion
during #Coachella12? Tweet us your
favorite pctures using
#hmfashion to be featured! 3PM PST Check
out the photos of our favorite
fashion this weekend & go to http://hmcoachella.comto get the best
Coachella news!
APRIL 24th
12PM PST Fashion with a
purpose. Purchase items
from our collection.
http://www.hm.com/us/faa
1PM PST Want to spread your H&M fashion to
your college campus? Become a
Campus rep! http://www.hm.com/us/
APRIL 25th
10AM PST
Missed #fashionstar last night?
Check out the @hmusa styles
available at www.hmfashion
star.com. 1030AM PST Get this weeks Fashion Star styles before they sell out!
Check them out at
www.hmfashionstar.com
MEASUREMENT• Conversational AuditGOAL
1.• Sales• Metrics Analysis
GOAL 2.
• SurveyGOAL 3.
QUESTIONS?
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